Understanding About Service, Satisfaction and Loyalty

Do you have a favorite store? Or a favorite restaurant that every month would you go there? That is one form of customer loyalty to a brand. Every brand must have tried to achieve this level. How to do it?

To achieve this level, then you first have to focus on two things, namely service and satisfaction. One thing leads to another. One thing happens on the one hand, it will affect the other side. The three interrelated with each other.

Each business provides a service to customers. This service provides a customer experience, which then determines customer satisfaction. How can customer can satisfied? This depends on the expectations.

Expectations formed from the value proposition of a brand. What value you offer? What is your promise to the customer? Value proposition to form customer perceptions and expectations of a brand.

Satisfaction is the result of a process of customer service. When a performance is less than expectations of service customers, it will be less satisfied or dissatisfied. When the service in accordance with expectations, the customer will be satisfied. Then when the service exceeds expectations, then  customer will be very satisfied.

Customer loyalty, was strongly influenced by customer satisfaction. However, customer satisfaction was not influenced by customer loyalty. Customer satisfaction is one of the key in building a customer loyalty.

How to build a customer loyalty? Customer loyalty should be built in the long run. Many factors that result in a customer loyalty, one of is a good customer service.

When customers buy a product, then he satisfied with the product, then he will experience customer satisfaction. But it does not immediately make them as loyal customer. Companies must be able to provide continuous service with the best in order to retain customers and their continued loyalty.

Generally, companies have specific programs in building customer loyalty. They keep trying to improve their value in the eyes of customers. This aims to see that the company’s customers have more value than competitors. So that customers will be loyal to the company.
Making loyalty programs is not enough. Companies also must always provide the best service to customers. Whether it’s in terms of products or handling complaints.

Good quality products is not enough for customers. Customers naturally want the best product and in accordance with their needs. Therefore, the situation with competitive market, companies must continue to ensure that they provide the best products and suitable for the customer. Companies should be observant in seeing the changing needs of customers, so that they can always provide the appropriate services.

Then, the company must also have good customer service and consistently. A good company received complaints from customers, understand the issues and listen well, and then solve customer problems. When complete customer problems, then they will have satisfaction.

As already noted, to build loyalty is a long-term process. Therefore, need consistency in product quality, customer service and customer satisfaction to achieve it. This is the company’s current challenges.